Oracle signed an agreement to acquire CrowdTwist, a leading cloud-native customer loyalty solution provider for businesses. offering personalised customer experience. CloudTwist offers over 100 engagement paths and time-to-value to marketers providing a comprehensive view of the customer.
The news comes less than a month after Oracle and Deloitte Digital partnered to deliver Oracle’s Customer Data Platform (CDP) capabilities following which Oracle also announced updates to their CDP platform Oracle CX Unity, which brings together data from marketing and advertising systems to help organisations deliver experiences across the entire customer journey.
Oracle’s increased focus on CX
Oracle continues to build their CX capabilities, and it is looking to integrate CrowdTwist’s customer loyalty solution with their existing platforms. Commenting on Oracle’s acquisition, Ecosystm Principal Advisor Audrey William said, “CrowdTwist is a leader in the customer loyalty segment and knows how to build loyalty through a deeper data analysis and stickiness with various building blocks across the customer loyalty value chain. We could see Oracle’s services becoming more customer oriented through targeted marketing campaigns and customer journey mappings across the Unity, Eloqua and Responsys platforms.”
To drive the CX journey, organisations of all sizes are seeking management and lifetime value programs. CrowdTwist’s cloud loyalty solution fits into Oracle’s strategy and would offer benefits in support orchestration, derive intelligence on customer loyalty data and provide solutions to use the data for customer retention and marketing campaigns.
“Customer loyalty cannot be easily predicted as one has to analyse how customers are reacting at every touchpoint and how emotionally they are connected with the brand,” said William. “A very basic program will not suffice in this era of CX. Applications of machine learning and AI across the portfolio will help to accurately predict and tailor the best loyalty programs. Customers using Oracle’s Cloud CX portfolio of applications will be able to further analyse the data that has been captured to personalise their marketing campaigns.”
Upon the closure of the acquisition, the CrowdTwist team will join the Oracle Customer Experience (CX) Cloud organisation. This arrangement will help marketers personalise customer engagement and obtain a more thorough view of their loyalty programs.